Comparisons of Library Users Expectations and Perceptions Across North American, European, African, Asian and Australian Libraries Presented by: Martha.

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Comparisons of Library Users Expectations and Perceptions Across North American, European, African, Asian and Australian Libraries Presented by: Martha Kyrillidou, Colleen Cook, Bruce Thompson 17 th Hellenic Conference of Greek Academic Libraries September 24, 2008 University of Ioannina Ioannina, GREECE

Association of Research Libraries Universal Values

Association of Research Libraries LibQUAL+ ® Dimensions: What do they measure?

Association of Research Libraries Survey Structure: What We Ask Library Users

Association of Research Libraries Expansion of LibQUAL+ ® : No. of Institutions by Country Survey Country Australia Bahamas 1 Belgium 2 Canada Denmark 1 (EBSLG) 2 4 Egypt 1 1 Finland 4 (EBSLG) 8 France 2 (EBSLG) 2 14 Hong Kong 11 Ireland 1 (EBSLG)1211 Mexico 11 Netherlands12 (EBSLG) 5 New Zealand 131 Norway 2 (EBSLG) 4 South Africa Sweden 7 (EBSLG)4223 Switzerland 2 (EBSLG) 2 United Arab Emirates 1 1 United Kingdom USA

Association of Research Libraries Expansion of LibQUAL+ ® : No. of Institutions by Language Survey Language Afrikaans 41 4 American English British English Chinese (Traditional) 4 Danish 1 2 Dutch 1 2 Finnish 1 2 French (Canada) French (Europe) German 1 Norwegian 1 2 Spanish 1 Swedish 5211 Swedish (BE) 1 2 Welsh 1

Association of Research Libraries Expansion of LibQUAL+ ® : No. of Users by Country Survey Country Australia Bahamas 122 Belgium 426 Canada Denmark Egypt Finland France Hong Kong Ireland Mexico Netherlands New Zealand Norway South Africa Sweden Switzerland United Arab Emirates United Kingdom USA

Association of Research Libraries Perceptions by Country: Mean Scores Survey Country Australia Bahamas 6.43 Belgium 7.01 Canada Denmark Egypt Finland France Hong Kong 6.65 Ireland Mexico Netherlands New Zealand Norway South Africa Sweden Switzerland United Arab Emirates United Kingdom USA

Association of Research Libraries Perceptions by Country: Dimension Mean Scores CountryASICLPASICLPASICLPASICLPASICLP Australia Bahamas Belgium Canada Denmark Egypt Finland France Hong Kong Ireland Mexico Netherlands New Zealand Norway South Africa Sweden Switzerland United Arab Emirates United Kingdom USA

Association of Research Libraries Perceptions by Language: Dimension Mean Scores LanguageASICLPASICLPASICLPASICLPASICLP Afrikaans American English British English Chinese (Traditional) Danish Dutch Finnish French (Canada) French (Europe) German Norwegian Spanish Swedish Swedish (BE) Welsh

Association of Research Libraries Research Library Comparison CARL vs. ARL vs. SCONUL Source: Martha Kyrillidou & Gary Roebuck. LibQUAL Canada: Results Highlights. Presented at the LibQUAL+® Canada Workshop Ottawa, Ontario, CANADA (October 2007).

Association of Research Libraries Collective consciousness needs assessment The emerging library user sees the need for a different kind of library – a library that serves as a source of information ready to be accessed any time, from anywhere, using modern technologies. Thompson, Kyrillidou & Cook, “Library Users’ Service Desires” Library Quarterly (2008) Assessment is now a critical skill for librarians. Kyrillidou & Cook, “The evolution of measurement and evaluation of libraries: a perspective from the Association of Research Libraries” Library Trends (2008)

Association of Research Libraries Assessment frameworks Assessment … frameworks as they will be refined over the years to come are forming the basis of guiding our understanding of libraries in an environment where: books are morphed into bytes, graphic materials are morphed into kilobytes, audio files are morphed into megabytes, video files are morphed into petabytes, where..users …are transformed into avatars existing in another reality, a second life.

Association of Research Libraries “If you think you're too small to have an impact, try going to bed with a mosquito.”  Anita Roddick

Association of Research Libraries Thank You! Team:  Martha Kyrillidou Director, ARL Statistics and Service Quality Programs  MaShana Davis Technical Communications Liaison  Kristina Justh Customer Relations Coordinator  Yolanda Glass Administrative Assistant  Gary Roebuck Technical Operations Manager Resources:  Home page  Publications  Events & Training  LibQUAL+ ® Charts Tutorial  Procedures Manual  Questions? Contact us at: